Dedicated Case Coordinator

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Take full ownership of assigned cases, guiding the patient journey from HUB enrollment through to post-fill follow-up.

• Act as the primary contact for patients, caregivers, and healthcare providers concerning reimbursement and access support.

• Provide education to patients, caregivers, and healthcare providers regarding reimbursement, access, and coverage.

• Perform benefits investigation and verification, focusing on product coverage and baseline testing coverage.

• Gather any missing information from the Patient Enrollment Form and confirm details regarding testing, vouchers, and Interim Care selections.

• Clarify out-of-pocket expenses, deductibles, copay options, reimbursement programs, maximizers, and accumulators.

• Handle prior authorization submissions, verifications, appeals support, and manage related deadlines.

• Schedule, reschedule, and confirm patient appointments and assessment tests with healthcare providers and vendors.

• Oversee the administration of Interim Care, extended Interim Care, vouchers, copay cards, and eligibility attestations.

• Manage vouchers, paid prescriptions, and Interim Care fills within the Polaris system.

• Reach out to patients 10 and 45 days post-prescription to address any logistical or financial inquiries.

• Maintain case documentation in Polaris, including texting, faxing, prescription triage, and case comments.

• Collaborate with HUB partners and coordinate efforts with Pfizer colleagues and Patient Support Program/HUB employees.

• Utilize Kiteworks encrypted email and DocuSign for communication and to secure required consents.

• Report adverse events while adhering to company compliance, safety, confidentiality, and content-control regulations.

• Work collaboratively across functions to enhance the patient access journey and tackle access challenges.

⛳️ Requirements

• B.S. or B.A. Degree.

• Over 8 years of experience in pharmaceuticals or related fields within customer-facing roles/functions.

• At least 6 months of experience in a role such as FRM, PAC, FAS, or a similar position focusing on access and reimbursement, with experience using the Polaris CRM System.

• Proficient in Polaris, including case management and documentation, prescription triage, and understanding PA, appeal, and PEF documentation.

• Strong ability to communicate directly with patients, providers, and colleagues from various functions.

• Experience performing benefit investigations and verifications directly with payers.

• Familiarity with prior authorization and appeals processes.

• Knowledge of copay programs, copay maximizers and accumulators, vouchers, and interim care programs.

• Capacity to manage a significant number of concurrent cases while ensuring thorough documentation and follow-through.

• Ability to fulfill adverse event reporting responsibilities in a role with frequent patient interactions.

• Comprehensive understanding of reimbursement, government payment systems, specialty pharmacy networks, co-pay assistance programs, and specialty medications.

• Compliant communication and collaboration with field-based colleagues across functions.

• Alignment with HQ stakeholders for supporting patient access initiatives.

• Permanent work authorization in the United States is required.

• Must be authorized to work in the U.S. by any employer; U.S. work visa sponsorship is not available now or in the future.

• Nice-to-have: experience in patient/customer-facing access and reimbursement education.

• Nice-to-have: familiarity with working in a HUB environment.

• Nice-to-have: experience with Kiteworks or similar secure email systems, DocuSign, and managing copay portals.

• Nice-to-have: coordination of third-party vendors for patient assessments, testing, or specialty pharmacy logistics.

• Nice-to-have: experience with Interim Care, free goods, or bridge program management.

• Nice-to-have: experience with pharmacy benefit and major medical benefit coverage pathways.

• Excellent written and verbal communication abilities.

• Strong skills in relationship-building, critical thinking, attention to detail, organization, collaboration, and networking.

• Insight into specialty pharmaceuticals and patient journeys.

• Commitment to regulatory and compliance standards.

• Flexibility to work across various time zones if necessary.

• Willingness to travel approximately 10% to 20% of the time.

🏝️ Benefits

• Target bonus of 20.0% through Pfizer’s Global Performance Plan.

• Eligibility for share-based long-term incentive programs.

• Participation in a 401(k) plan with Pfizer matching contributions.

• Additional contributions to Pfizer Retirement Savings.

• Paid vacation, holidays, and personal days.

• Paid caregiver/parental and medical leave.

• Comprehensive medical, prescription drug, dental, and vision coverage.

• Relocation assistance may be provided based on business needs and eligibility.

• Opportunity for remote work from home five days a week for remote colleagues.